Understanding Documentation Requests
Your Benefits Card is a great tool that allows you to pay directly for eligible expenses. However, you may run into situations where you are asked to provide documentation for your Benefits Card transactions. If you receive a request for documentation, it’s because the IRS requires all flexible spending account (FSA) and health reimbursement arrangement (HRA) transactions to be verified as eligible expenses. This process is otherwise known as substantiating your transaction.
If you receive an email requesting additional documentation for an FSA and/or HRA transaction, this is because your Benefits Card purchase was not automatically verified at the time of the transaction. If your transaction was not automatically verified, it could be because the purchase was not considered an eligible expense or the merchant that you made the purchase from did not have the right swipe technology set up to prove eligibility.
If you run into this situation, you will receive a notification in your online account and an email asking you to either submit documentation to validate your expense or repay your account if all or part of your transaction was ineligible. The easiest way to submit documentation or repay your account is through your online account, and your email communications will provide step-by-step instructions on how to do so.
When submitting documentation, you will need to provide an itemized receipt, statement or invoice from a provider, or an Explanation of Benefits (EOB) from an insurance carrier with the following information:
1. Date of service (not the payment transaction date)
2. Description of service
3. Name of provider
4. Dollar amount charged
Please note that we are not able to accept a credit card receipt as documentation because it does not provide the date of service or type of service.
Answers to Frequently Asked Questions
How will I know if I need to provide documentation for one of my transactions?
If you are required to provide documentation for a Benefits Card transaction, you will receive an email communication and a notification in your online account. You do not need to submit documentation for your transactions unless you receive a documentation request email and/or online account notification. You should retain all documentation to support your Benefits Card transactions for your own records in the event of an audit.
Why did I receive a documentation request?
If you received an email requesting additional documentation for an FSA and/or HRA transaction, this is because the Benefits Card purchase was not automatically verified at the time of the transaction. If your transaction was not automatically verified, it could be because the purchase was not considered an eligible expense or the merchant that you made the purchase from did not have the right swipe technology set up to prove eligibility.
When do I need to submit my documentation by?
What if I don’t have the required documentation?
If you don’t have proper documentation, we recommend that you repay your account. Additional information about repaying your account can be found on our Repaying My Account webpage.
Why aren’t my coworkers receiving documentation requests?
If you’ve noticed that you are receiving substantiation requests for eligible expenses but that your coworkers aren’t, it is most likely because of how the merchants you all have made purchases from have their swipe technology configured. It’s important to note that it is each merchant’s responsibility to set up and maintain their swipe technology.
Additional information about eligible Benefits Card retailers can be found on our Eligible Benefits Card Retailers webpage.
Why do I need to submit documentation when purchases are made at certain retailers?
If you’ve found that you only need to submit documentation at certain retailers, it is most likely because of how the merchants have their swipe technology configured. It’s important to note that it is each merchant’s responsibility to set up and maintain their swipe technology.
Additional information about eligible Benefits Card retailers can be found on our Eligible Benefits Card Retailers webpage.
Why was the documentation that I submitted not approved?
If you submitted documentation for an FSA and/or HRA transaction and it was not approved, it could be that the transaction was either considered ineligible or not enough information was included on the documentation. If your documentation is not approved, you will receive an email explaining why.
It’s important to note that the documentation you provide must be either an itemized receipt, statement or invoice from a provider, or an Explanation of Benefits (EOB) from an insurance carrier with the following information:
- Date of service (not the payment transaction date)
- Description of service
- Name of provider
- Dollar amount charged
We are not able to accept a credit card receipt as documentation because it does not provide the date of service or type of service.
What happens if I don’t take any action?
If you do not submit information or repay your account, you will no longer be able to use your Benefits Card to pay for FSA/HRA expenses until the information is submitted or your account is repaid.
After your current plan year ends, information about Benefits Card charges that are still unresolved will be forwarded to your employer so that they can take action to recover or tax the funds.